Mystery Shopping for TSCM Service Providers in the UK
Technical Surveillance Counter Measures (TSCM) is commonly referred to as ‘Bug Sweeping’, or Electronic Counter Eavesdropping. It can be defined as a service, provided by qualified personnel, to detect the presence of technical surveillance devices and hazards. The service also identifies technical security weaknesses that could aid in the technical penetration of a surveyed facility.
There is currently no regulation of service suppliers in the UK who offer to provide TSCM services on behalf of individuals, businesses and other organisations. With no regulation or enforcement of minimum service standards it was not surprising that a mystery shopping exercise (undertaken in 2016) found that there exists a wide range of prices quoted and disparity regarding the level of service that is offered.
Wand Waving and Wizardry – Mystery Shopping for TSCM Services in the UK
Research Method
The Mystery Shopping Research undertaken, consisted of a researcher posing as a private individual, who required a TSCM survey or commonly termed ‘bug sweep’ of a 5 bedroomed property and a vehicle in York, our mystery shopper attempted to contact 62 companies, by telephone, all of whom publicly advertise TSCM services on their websites.
Participants
Of the sample totalling 62 companies, advertising TSCM services on their websites, only 30 (48%) were available when telephoned. Many numbers were unobtainable (no longer in use) or not answered. The researcher was instructed to call any unanswered number 3 times, during the research period (1 working day, 0900-1700).
Our mystery shopper was instructed to remain vague if asked about the reason why he wanted a TSCM service carried out at his residence, hinting that it could be due to a Law Enforcement investigation, by stating “I’d prefer not to say at the moment”, or stating that it wasn’t a domestic or family issue.
Reasons for Declining
Of the 30 companies successfully contacted 12 (40%) declined to provide a quotation for the following reasons;
- 3 companies stated that they don’t travel to undertake tasks. Though the mystery shopper did state that one company in particular were very helpful and offered advice as to how to control communications until a sweep can be conducted, obtain a quality service, providing suggested questions to ask, information about equipment required and length of time such a tasking should take.
- 3 companies contacted said they didn’t know what the service was that the mystery shopper was trying to procure. This was surprising as all companies selected to be used as the sample population were selected on the criteria that they advertise a TSCM service as one of their service provisions online.
- 1 company refused to provide a quotation without being emailed first by the client.
- 1 company declined because they stated that they only work for companies.
- 1 company declined as they stated that they only work for Government clients.
- 1 company declined as they stated that they do not work directly for private clients.
- 1 company stated that they no longer offer the service.
- 1 company said they wouldn’t be involved if there was a Police Investigation.
The remaining 18 companies, were all given minimal details regarding the task to illicit a quotation, and the mystery shopper as explained earlier was instructed to state ‘I’d prefer not to say at the moment’ if asked whom they thought would be likely to have possibly installed any technical surveillance devices.
Pricing
Quotations that were provided ranged from £600 to £3,400 for the same task scenario, a price range of £2,800. The company whom quoted the highest price asked if the caller was planning to get other quotes and advised that the prices they would get from a competitor that they named would be highly inflated. Although 1 company did provide a verbal quote, they refused to provide a written quotation unless the mystery shopper supplied a letter from a solicitor that confirmed that they were not under any Police investigation.
Our mystery shopper noted that 1 company used a ‘forced sales’ technique, attempting to get him to agree now and receive a discount. Despite the researcher stating that he ‘had a few more companies to call to get a quotation from’ he commented that he felt extremely pressurised by this company.
Wide Range of Prices Quoted
1 company provided an email quotation and then withdrew their quotation the following day, stating that they didn’t have the availability to conduct the service within the timeframe (next week).
1 company offered to survey the residence and vehicle as requested and they would also include home computers for the total price of £950 +VAT.
2 companies offered to also check mobile phones. 1 company stated they would charge no extra, but that they would need to take the phones away ‘for a few days’ to dismantle them and check for devices. 1 company would charge an extra £200 per phone and they also offered a discount on their quoted price of £1,500 + VAT for a cash payment £1,300.
With such a range in prices, our mystery shopper asked further questions to understand what each company offered in terms of search equipment and techniques used and the length of time the task would take.
Equipment and Timings
A standard TSCM service requires the use of a range of equipment and techniques to combat each potential threat vector. If all threat vectors are not addressed then a full TSCM survey has not taken place.
Of the 18 companies whom did provide a quotation, all were asked what kind of equipment they used. 8 companies provided information, when asked, as to the type of equipment used. The remaining 10 either didn’t state or declined to give information over the phone. The following is a list of the verbatim answers provided;
- “£250k of equipment.”
- “2 spectrum analysers, 2 NLJDs, broadband detector, x-ray and UV lights.”
- “Various equipment and Talan.”
- “Various electrical equipment.”
- “Wolfhound, thermal imaging camera and £200,000 worth of electronic equipment.”
- “Up to date market leading equipment.”
- “Variety of equipment for GSM and RF bug detection.”
- “Spectrum analysers and broadband detectors.”
The mystery shopper asked how long they could expect a TSCM survey of the residence and vehicle to take, and the time stated, by those whom provided an answer, ranged from 3-4 hours to 1 day (4 companies). 3 companies stated it would take 6 hours. 3 companies stated that the task would take 8 hours. It is worth noting that although 1 company gave information about how long the service would take, they did not provide a quotation despite agreeing to email a quotation later that day.
Further Comments
During the course of the research, it was found that some companies were happy to discuss the fact that the customer (mystery shopper) could be seeking TSCM services as they wanted to discover if they were under surveillance from a law enforcement organisation.
One company, in an attempt to reassure the caller that they would undertake a task ‘against’ a law enforcement organisation provided prison numbers and military numbers of their operators.
One company stated that they were happy to work for anyone, explaining that all of their operators were ex-Police and that Police devices are the hardest to find.
As noted earlier only one company stated that they would not be involved in the task if the Police were the threat.
Discussion
It would seem that individuals seeking to procure a TSCM service in 2016 had to weed through a plethora of varied responses. For an individual who is shopping for a service that they tend to know very little about themselves, it would seem that securing a service provider that is fit for purpose, lawful and charges a fair price would be rather difficult.
Would the findings be different if this research was repeated today?
If you need assistance understanding TSCM and how to procure services that meet your organisational risk appetite, contact Verrimus.
